Global Reviews: Customer Experience Measurement and Improvement

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		Clients: Testimonials

"The Global Reviews expertise and examples of good usability, customer experience and execution (both good and bad) were excellent. Definitely some food for thought to apply within our own content.

The project further clarified the need for much of the CBS web content to evolve over time to be much more integrated within the Curtin jigsaw of content. Bring on enterprise wide CMS. "

Rick Barrett
Director
Digital Media Unit
Corporate Communications Curtin University of Technology

"I've had some really positive feedback from the business units with the general vibe saying the information was practical, very well researched and the presentations were highly professional. "

Shelley Ronalds
Website Content Manager
Royal Automobile Club of Victoria (RACV) Limited

"Global Reviews' best practice benchmarking has served as a big driver for service improvements where we have used the data extensively throughout the business to drive development of small and large initiatives. Scores are used to benchmark bank, channel and product performance and are now included as measures in goal setting. The 'voice of customer' research insight has reinforced the need to focus on adopting a needs based sales process within our delivery model."

Stephen Nicholls
Senior Manager, CK & CRM, Marketing
HSBC Bank Australia Limited

"BigPond has used Global Reviews extensively to understand and clearly define opportunities for best practice improvements within our business that an organization may not necessarily consider by themselves. They also provide a great opportunity to learn from competitors and other industries as well. We are confident that we have improved service delivery to our customers due to a far greater understanding of their satisfaction drivers."

Louise Trenear
Customer Experience Manager
BigPond

"Global Reviews' methodology has provided the Manchester Unity contact centre team with the necessary ingredients and structure to provide a much-improved customer experience. Hard work, an open mind and a burgeoning understanding of Global Reviews�� methodology has seen us achieve a significant result to date. Thanks to the proactive and informative approach of Global Reviews, we see further improvements that we can make in key areas to deliver the best contact centre customer experience of any company."

David Rees
Business Relationship Manager
Manchester Unity

43% growth in the customer experience for their savings contact centre lead to an amazing 445% improvement in value-added sales performance. Achieved through a targeted focus on development of staff competency in best practice sales behaviours as recommended by Global Reviews.

Measuring and improving the competency of frontline sales consultants lead to 40% growth in the customer experience delivering 80% improvement in sales conversion performance.